Enghouse Interactive

APRIL 28, 2019

Today, we’d like to give you some insight into the ways omni-channel recording and quality management in the contact center can save your organization money. Quality Management for cost savings – how? The result to the bottom line? Lost productivity due to unengaged agents doubles these loss estimates.

Quality management 40

Quality management Management Scripts Call flow 40

NobelBiz

FEBRUARY 27, 2024

This not only helps in ensuring compliance with protocols but also provides opportunities for coaching and feedback based on actual performance. By identifying areas for improvement, call centers can increase the quality of service and customer satisfaction.

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

Enghouse Interactive

OCTOBER 19, 2020

AI Makes It Possible (Blog Series). Blog #3 of 4 With context, AI seeks to improve more quickly than ever. Watch for our next blog on October 22nd: Key Learnings from our Webinar with Kate Legget of Forrester. Constant Learning Improves AI Recommendations. Refining the Models.

First call resolution 52

First call resolution Feedback Enterprise Contact Center 52

Aspect

AUGUST 26, 2019

The more you know about the details of what’s happening in your operation, the better you can be at deciding whom to hire, whom to coach, what training to require, when to request voluntary OT, how many people to staff for chat and 1,000 other issues. The contact center is drowning in information but starving for knowledge.

Big data 102

Big data Management Journey mapping Contact Center 102

Talkdesk

MAY 11, 2020

This is a guest blog from Lindsey Plocek, Head of Marketing at Observe.AI. How should contact center leaders talk about performance and coach teams? Use data to validate why agents should adopt new behaviors through micro-coaching sessions to improve every customer interaction. What should be avoided?

Coaching 88

Coaching Contact Center Morale Analytics 88

CSM Magazine

JUNE 24, 2021

In his final blog in the Connected Enterprise series Ross Daniels at Calabrio discusses the role of the contact centre. . In the first two blogs in this series, we set out to define what it really means to be a Connected Enterprise, identifying the top three characteristics that all connected organisations share.

Enterprise 52

Enterprise Multichannel Analytics Quality management 52

Playvox

FEBRUARY 16, 2024

Advances in technology allow contact centers to use data in much more manageable ways, redefine how to engage with customers, gain efficiencies, and leverage actionable insights to improve quality management (QM) and the customer journey. These processes had high costs but generated low value and non-strategic insights.

Quality management 75

Quality management Contact Center Management Best practices 75

teleopti

OCTOBER 18, 2019

Advances in analytics and AI are pushing the barriers for Workforce Management (WFM) and Magnus Geverts at Teleopti, a Calabrio Company says it’s time to act now to take advantage of new initiatives, starting with a data-infused WFM strategy for better human interactions and superior customer experiences. Gain control of your data.

Customer Experience 66

Customer Experience Average Handle Time Analytics Contact Center 66

Aspect

SEPTEMBER 21, 2018

If the agent is never required to come onsite, or cannot due to being too far away from the contact center location, infrastructure and quality management must be adequately addressed. There are three categories of training to consider: onboarding, ongoing training, and coaching. Implement effective online training.

At home agents 78

At home agents Coaching Gamification Metrics 78

Enghouse Interactive

DECEMBER 5, 2018

The following blog takes a look at the contact centre and what we can expect to see in 2019. Real Time Speech Analytics will Evolve into an Agent Coaching Tool. The capabilities of real time speech analytics (RTSA) technology are expanding all the time. Businesses will start to think about giving robots job descriptions.

Analytics 65

Analytics Coaching Cloud contact Engineering 65

Monet Software

SEPTEMBER 24, 2020

Can SMB call center quality management be about more than quality? Monitoring and scoring calls—these quality assurance (QA) tasks are constant at nearly every contact center. This way, the learning curve is more manageable and agents can celebrate their progress. #2 But QA can be so much more!

Morale 48

Morale Quality management contact center workforce Employee engagement 48

JustCall

MARCH 7, 2023

And the only way to succeed is through an effective contact center management system. This blog will look at the tips and best practices for contact center management. What is Contact Center Management? Contact center management is how managers run their contact center’s daily operations.

Contact Center 52

Contact Center Management Interactive Voice Response Average Handle Time 52

Monet Software

JUNE 29, 2021

The right approach to call center quality management builds agents’ skills and enhances workforce engagement. Quality assurance (QA) sessions are a primary vehicle for skills-building in any contact center. This means a proper QA process must reach beyond call center analytics and reporting.

Contact Center 62

Contact Center Feedback contact center workforce Construction 62

Sikorski's Think Abouts

APRIL 19, 2015

Speech analytics. Cheaper data storage. Helps the rest of the business. Integration with other systems. Customer surveys and be sure to share with your staff. Screen capture with recording. This week’s question for your Supervisors – Do we have sufficient staff reviewing employee performance? Thank you for reading and sharing!

Calibration 40

Calibration Call Center Consulting Consulting 40

NICE inContact

JUNE 21, 2016

Great quality management programs compile results at the agent, team, and location levels to track growing trends and gain additional insights. attitude that impedes getting buy-in during coaching sessions. The post Call Quality Monitoring Dos and Don’ts appeared first on inContact Blog.

Calibration 50

Calibration Coaching Contact Center Quality management 50

Avaya

JANUARY 26, 2018

Financial services institutions—specifically investment firms, credit institutions and trading venues—are subject to MiFID II, including companies that are headquartered outside of the EU but do business there ( for a more thorough overview, see this blog by industry analyst Sheila McGee-Smith ). Recording Regulations: Raising the Bar.

Government 51

Government Coaching Contact Center Quality management 51

Enghouse Interactive

AUGUST 1, 2018

This can be achieved through self-evaluation solutions such as quality management, vocal coach or speech analytics to monitor in real time and inform a consistent future approach. Use your technology to ensure the service delivered is consistent and follows your brand ethnics or F.R.K.E in LEGO’s case.

Customer Experience 40

Customer Experience Coaching Education Quality management 40

Enghouse Interactive

FEBRUARY 5, 2021

Quality management systems. Equally, they need to be able to support agents and to monitor quality through real-time speech analytics (RTSA), with the ability to join a call to support or coach an agent. We’ve outlined some of the qualities these super-agents need in this previous blog.

Self service 40

Self service Coaching Chatbots Quality management 40

Monet Software

APRIL 24, 2020

Contact center managers can schedule breaks, monitor adherence and adjust to shifting call volumes and other factors on the fly, all the while directing agents’ attention where it’s needed and inserting adequate time to refresh. Manage to the Metrics. Trusting relationships can be difficult to foster at a distance.

Contact Center 62

Contact Center Management call center workforce Average Handle Time 62

Playvox

MARCH 27, 2023

Additionally, agents can benefit from coaching and mentoring programs that provide ongoing feedback and guidance to help them improve their performance. Real-time feedback and coaching can separate successful brands from mediocre ones by helping agents identify and correct issues as they arise.

Contact Center 84

Contact Center Gamification Coaching Quality management 84

NICE inContact

JULY 10, 2018

For contact centers, this generally means interaction recording, live monitoring, quality management and coaching, analytics, workforce management, or a combination of these activities. Focus on quality management. Measure performance. Identify key topic areas.

Contact Center 9

Contact Center Technology Cloud contact Coaching 9

Aspect

NOVEMBER 13, 2017

With the contact centre largely removing the need for a face-to-face element, really listening to the customer has consistently been a challenge for customer experience managers. For customer experience managers, the influence of speech analytics upon a self-service strategy is not to be underestimated.

Analytics 71

Analytics Interactive Voice Response Self service Quality management 71

NICE inContact

MAY 10, 2016

Today more and more companies are utilizing speech analytics technology to gain customer insight and enhance the quality management (QM) processes. Speech analytics gives you the ability to understand more about your customers’ needs without having to rely on finicky survey results. Or are there?

Contact Center 49

Contact Center Analytics Quality management Contact center software 49

NICE inContact

AUGUST 28, 2019

In addition to our outstanding customer survey solution, NICE inContact also offers omnichannel analytics , and quality management analytics solutions that add a different dimension to VoC and help you discover your customers’ underlying needs. Omnichannel Analytics. Quality Management Analytics.

Surveys 55

Surveys Coaching Contact Center Quality management 55

Noble Systems

SEPTEMBER 29, 2020

WFO is often used by call centers to improve workforce management and agent performance – and in turn, the customer experience. Workforce Management. Quality Management. What are the Benefits of using a WFO Solution? A true WFO suite includes a number of technologies. WFO TERMS TO KNOW. Process Automation. Call Recording.

Management 86

Management Gamification Quality management Schedule adherence 86

Enghouse Interactive

FEBRUARY 18, 2021

Trends and Realities of Successful Organizations (Blog Series). In our last blog , we saw the significant advantages that successful companies * achieved when using AI and UC – both on a standalone basis, but with even more success when they combined them. Blog #4 of 4: Key Findings and Where to Focus Your Optimization Efforts .

Contact Center 56

Contact Center Analytics Self service Finance 56

Netomi

JANUARY 5, 2022

He’s the author of Be Your Customer’s Hero, the founder of the popular Customers That Stick® blog, and the co-host of the Crack the Customer Code podcast. Our favorite content from Adrian: How to make sure that employee analytics and monitoring doesn’t destroy your employee and customer experience.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

NICE inContact

SEPTEMBER 23, 2019

For many contact center recording is not a matter of choice due to industry regulations, while others record for quality, analytics, and coaching purposes. Quality Management & Agent Training. For most contact centers, without call recording, there is no quality management. Call Analytics.

Contact Center 54

Contact Center Transportation Coaching Analytics 54

NICE inContact

AUGUST 13, 2019

As a unified suite, CXone makes omnichannel routing, workforce management , quality management , contact center reporting and analytics and more all accessible in a single application. The post Gain Efficiency and Empower Agents with Cloud appeared first on NICE inContact Blog.

call center software 54

call center software Contact Center Quality management Call Center 54

Avaya

JUNE 18, 2018

The latest workforce optimization offerings can help you take advantage of digital technologies like analytics and automation to achieve a competitive edge. Quality assurance has never been more important—and providing world-class customer service starts and ends with agent performance.

Quality management 40

Quality management Analytics Coaching Contact Center 40

Enghouse Interactive

AUGUST 13, 2018

Therefore it is important that quality of service is maintained within this hub. In this blog we will take a look at some top tips on how to improve quality management across all channels, to help guarantee consistent good service. Use a fully integrated quality management suite.

Average Handle Time 40

Average Handle Time Scripts Quality management Coaching 40

Tenfold - Contact Center Blog

DECEMBER 28, 2017

Leading Technologies for Workforce Management in Call Centers. An efficient workforce management approach combines demand generation, skills repository, talent acquisition, allocation, learning and analytics to deliver robust talent connect. Rather than pulling reports, they can monitor calls and coach agents.

call center workforce 54

call center workforce Call Center Technology Management 54

Avaya

JANUARY 29, 2019

Automated Quality Management – Automate the entire quality management process, from scoring evaluations to assigning coaching. Coaching – Out-of-the-box workflow for scheduling, delivering and tracking coaching.

Customer Experience 67

Customer Experience Coaching Contact Center Quality management 67

NICE inContact

AUGUST 6, 2019

For effective management, all such systems need to work seamlessly across channels. Workforce engagement needs to provide quality management , coaching, and recording and scheduling tools for true omnichannel teams. Your analytics solution needs to support and provide insights across all channels.

Interactive Voice Response 63

Interactive Voice Response Contact Center Self service Best practices 63

NICE inContact

APRIL 13, 2016

Speech and desktop analytics dramatically improves a contact center’s ability to uncover insights, identify key issues and complaints, prevent high-impact incidents and handle customer interactions more effectively and efficiently. It can be time-consuming, but this task is absolutely vital to maintain consistent quality and productiveness.

Contact Center 69

Contact Center Management At home agents Coaching 69

NICE inContact

AUGUST 6, 2019

For effective management, all such systems need to work seamlessly across channels. Workforce engagement needs to provide quality management , coaching, and recording and scheduling tools for true omnichannel teams. Your analytics solution needs to support and provide insights across all channels.

Interactive Voice Response 54

Interactive Voice Response Contact Center Self service Best practices 54

Monet Software

NOVEMBER 6, 2019

Workforce engagement management, a relatively new term in the market, combines solutions that help drive employee engagement through listening to the voice of your employee. Workforce management is one critical component to implementing a full-blown workforce engagement management strategy in your contact center.

Call Center 54

Call Center Schedule adherence Management call center workforce 54